Power failure with ScottishPower hits solar panels

We had solar panels fitted to our roof this summer. They were due to start working at the beginning of September. Since then, I have been trying to get ScottishPower to complete arrangements for the feed-in tariff. No joy. First, they kept returning my application saying it was incomplete, without giving guidance on how to complete it – it turns out they wanted a particular certificate from our solar fitting company, but they didn't tell us what this certificate would look like. Then they said Ofgem had issued new guidance which would affect our application. We rang Ofgem and were told there were no changes that would affect our type of application.

On 4 November we emailed ScottishPower to ask why there was a delay, and it said it would be sending out a letter that needed signing, and then our application would be complete.

Almost two weeks later – guess what? No letter. Can you encourage ScottishPower out of their Scrooge-like attitude and get them to start acting nicely? DC,Heaton, Newcastle upon Tyne

Householders who are in the process of having solar panels put on their roof only have until 12 December to complete the job, or face seeing the predicted income they generate slashed after the government said it was cutting feed-in tariffs by 50%. Luckily, ScottishPower says this won't happen to you.

A spokeswoman said the paperwork on this particular job was unusual because you had two "generation meters" installed when there would usually only be one. There was further confusion on ScottishPower's side when it misunderstood the job, believing it to be an extension to an existing system rather than a new fit. But panic not – a welcome letter has now gone out to you, and ScottishPower has corrected its paperwork.

"DC will not be disadvantaged by the delay as we have the readings given to us by the customer at the time of application," explained the spokeswoman.

The firm said you have not lost out financially as a result of its delays, but we think it could have offered a goodwill gesture by way of apology.

However, you are pleased that, as a result of our intervention, you had the chance to explain to someone senior that the service had not been good enough. Your payments should start in January.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number